International Journal of Innovative Technology and Exploring Engineering (IJITEE) ISSN: 2278-3075, Volume-8 Issue-12, October 2019 Examining Hidden Meaning of E-commerce Platform Rajesh Bose, Raktim Kumar Dey, Srabanti Chakraborty, Sandip Roy, Debabrata Sarddar In this research, we examined using NRC Emotion Abstract: Different e-commerce companies try to maintain Lexicon which is based on mainly English words and can be high importance for their customer satisfactions. It helps them to categorized by eight basic emotions (anger, anticipation, understand the performance of their products. Nowadays disgust, fear, joy, sadness, surprise, and trust) and two customers trust on the product reviews while shipping online. But sentiments (negative and positive) [8]. it is a cumbersome task to handle millions of customer reviews within specific time period. Due to this problem consumers Moreover, word cloud is used to categorize words into usually follow the set of reviews before taking decision for eight emotions which can be visualized different font sizes purchasing any products from online. Although, each consumer or colors [9, 10]. rates the product from 1 to 5 stars, these overall product rating Our paper is organized as follows; section 2 discuss about judge products towards their customers satisfaction. Consumers literature survey. Section 3 describe about our proposed also provide a text based summary as a review of their algorithm. Section 4 deals with result analysis and section 5 experiences and opinions about the products. Customer sentiment analysis is a method to process these customer reviews draw the conclusion and the future direction. to summarize different products. In this manuscript, we analyzed the text summery of Amazon food products using NRC Emotion II. LITERATURE SURVEY Lexicon to determine the overall responses of the products using eight emotions of the customers. Our result can be used to take Sentiment analysis is very crucial for e-commerce further decision making for the future of the products. websites. There were various algorithms used for analyzing sentiment of the customers. In [11], authors worked on the Keywords: Amazon customer reviews, Latent Dirichlet reviews like Amazon, and used algorithm such as Logistic Allocation (LDA), Opinion mining, Sentiment Analysis, Topic Regression, Na and SentiWordNet modeling, Word Cloud. Algorithm to classify the review as positive and negative review. They had also used quality metric parameters to I. INTRODUCTION measure the performance of those algorithms. Rana et al. proposed hybrid rule-based approach for Product reviews by the customers who have purchased extracting and categorizing customer reviews using Google and used the product, can express their opinion towards the similarity distance association with particle swarm product. Usually customers rate the product from 1 to 5 optimization (PSO) technique [12]. Singh [13] proposed an stars, and write a text summery of their experiences about algorithm to analyze data from different e-commerce the product [1]. These text summaries become meaningful websites which can improve the business outcomes and for analyzing product quality and also important part for the make sure a very high level of customer satisfaction. purchasing process [2]. Rain proposed a probabilistic Machine Learning Sentiment analysis is the contextual mining process of algorithm in [14]. He also mentioned that many users determining whether a given review summery is positive, reflected on specific components of products when they negative, neutral, or mixed [3, 4]. Topic modeling is a reviewed on those products. In [15], authors used four process which can extract topics or themes from text machine learning classifiers examined and compared viz. summaries given by the customers [5]. Latent Dirichlet Naïve Bayes, J48, BFTree and OneR. Their result shown Allocation (LDA) is a probabilistic model that can be that Naïve Bayes method is quite fast in learning whereas automatically grouped words based on different topics [6]. OneR generated more promising accuracy of 91.3% in Amazon Comprehend is a LDA based learning model to precision, 92.34% in classified instances and 97% in F- identify the topic in a set of given reviews of the customers measure. Fang et al. performed sentence-level and review- [7]. level categorization on online product reviews from Amazon.com [16]. Hassan et al. proposed a novel Revised Manuscript Received on October 10, 2019 approach by removing unstructured data and classified * Correspondence Author using Na algorithm [17]. Study suggests that many Dr. Rajesh Bose, Simplex Infrastructures Limited, Kolkata, India. researchers used to analyze the reviews of the customers in Email: bose.raj00028@gmail. Raktim Kumar Dey, Simplex Infrastructures Limited, Mumbai, India. different e-commerce websites using different algorithms. Email: [email protected]. Our research objective is to examine the reviews using NRC Srabanti Chakraborty, Dept. of CST, EIEM, Kolkata, India. Email: Emotion Lexicon and categorized the reviews into eight [email protected]. emotions and two sentiments [18]. Dr. Sandip Roy*, Dept. of CSE, Brainware University, Kolkata, India. Email: [email protected]. Dr. Debabrata Sarddar, Dept. of CSE, University of Kalyani, Kalyani, India. Email: [email protected]. Retrieval Number L36481081219/2019©BEIESP Published By: DOI: 10.35940/ijitee.L3648.1081219 Blue Eyes Intelligence Engineering 257 & Sciences Publication Examining Hidden Meaning of E-commerce Platform III. APPROACH process. Using the data preprocessing process, we eliminated all URLs, punctuations, symbols, numbers, and A. Dataset also replaced each words by their root words [22]. The Amazon Fine Food Reviews have 5, 68, 454 reviews L t , w mpo t d th “ uzh t”, “tm”, “wo d oud”, [19, 20]. 3, 63, 122 reviews have a score of 5, 80, 655 nd “p ot ” p k g n R [23, 24]. W mp m nt d th reviews have a score of 4, 23, 640 reviews have a score of 3, emotion analysis based on NRC Emotion Lexicon to 29, 769 reviews have a score 2, and 52, 268 reviews have a categorize into eight basic emotions and two sentiments score of 1. Fig. 1 and Fig. 2 illustrate the steps for analyzing [25]. customer reviews. IV. RESULT AND ANALYSIS In existing Amazon platform, users can review a product from 1 to 5, where low rate mean the specified product is less user-choice rather than the product with high rate. Moreover, when anyone wants to buy any product he/she can also check top positive reviews and top critical reviews of the customers along with star ratings in percentage [26]. There are different questions already answered which will be helpful for the customer to take decision for buying the product. In our report, we analyze our results using NRC Emotion Lexicon and word cloud which is discussed below. A. Sentiment Analysis In our experiment, we analyzed mainly two types of products (e.g. most-reviewed or less-reviewed products). Fig. 3 a) – d) and Fig. 5 a) – d) show that the distribution of emotion of most or least numbers (except no review) of Fig. 1. Steps for review text summaries amazon food reviews respectively. Now, the results show that how most-reviewed products are getting more positive emotions than the less-reviewed products. B. Word Cloud Customer reviews are visualized by word cloud. Here we categorized word cloud by the eight emotions. The sizes of word fonts are proportional to their importance in the customer reviews. Word cloud can help the buyers quickly evaluate the quality of products and also identify the problem faced by the customers [27 - 29]. Fig. 4 a) – d) and Fig. 6 a) – d) illustrate that the word cloud of most or least numbers (except no review) of amazon food reviews respectively. Fig. 2. Steps for review text summaries a) b) B. Steps At first, we imported the .csv dataset file into SQLite and applied SQL query to extract the reviews of different food products [21]. Then we performed data preprocessing method which is an important step in any text mining or opinion mining Published By: Retrieval Number L36481081219/2019©BEIESP Blue Eyes Intelligence Engineering DOI: 10.35940/ijitee.L3648.1081219 258 & Sciences Publication International Journal of Innovative Technology and Exploring Engineering (IJITEE) ISSN: 2278-3075, Volume-8 Issue-12, October 2019 c) d) c) d) Fig. 3. Dristribution of emotion of four most reviews Fig. 5. Distribution of emotion of four least reviews Amazon food products Amazon food products a) b) a) b) c) d) c) d) Fig. 4. Word cloud of four most reviews Amazon food Fig. 6. Word cloud of four least reviews Amazon food products products V. CONCLUSION AND FUTURE WORKS In this manuscript, we have proposed a novel approach for analyzing customer reviews using NRC Emotion Lexicon. Firstly, we categorized customer reviews into eight positive and negative emotions. Secondly, word clouds are a standard way to visually present the words in the text summery of the customer reviews. Typically the font size of a word cloud is proportional to its importance in the reviews. a) b) Retrieval Number L36481081219/2019©BEIESP Published By: DOI: 10.35940/ijitee.L3648.1081219 Blue Eyes Intelligence Engineering 259 & Sciences Publication Examining Hidden Meaning of E-commerce Platform In least-reviewed food, customers mostly commented by 20. J. M Au , J. L ko , “F om m t u to onno u : “ om t”, “ m ”, “p pp ”, nd “t t ” wh h d nt th mod ng th o ut on o u xp t th ough on n w ,” WWW 2013, 2013, pp. 1 - 11. flavor of the foods whereas most-reviewed foods are 21. Import a CSV File Into an SQLite Table. SQLITE TUTORIAL. m nt on d b “good”, “ o ”, “g n ”, nd “b th”. Available: https://www.sqlitetutorial.net/sqlite-import-csv/ In future, we will incorporate Latent Dirichlet Allocation 22. D . S. V j n , J. I m th , M.